Overview

Over the years, our research findings and consulting observations have served to inspire our tools, techniques and methodologies and quantify our conclusions. A sample of the resulting insights and thought leadership is contained on the following pages:

Service management challenges	The service functions of many organisations find themselves overstretched and undervalued and often become the first target for cost-reduction programmes. We commonly observe three key factors that contribute to this. These three factors form key service management challenges that can become barriers for successful service improvement initiatives.
Cost of poor service	CTMA has found that dissatisfaction amongst customers and employees has a significant and measurable impact on financial outcomes for business and public sector organisations. By quantifying this impact, an organisation can prioritise their investments in service, and establish a financial framework for customer-driven value creation.
Customer-driven business strategy	By adopting a systematic approach to customer experience feedback an organisation can turn customer feedback into management actions, build an effective force against service management challenges and a defence against customer dissatisfaction. CTMA has identified six important steps an organisation must take in order to fully exploit these opportunities.
Case studies and working papers	In addition to our client-specific services we conduct benchmarking and best-practice studies to help public and private sector organisations develop their customer experience management strategies. A series of case studies and working papers are available for further reading upon request.